IT service vision refers to employee perception of ‘‘the extent to which meeting client needs, demonstrating
flexibility, and establishing communication are emphasized” (Jia and Reich, 2008, p. 5). This construct includes not only focusing on the customer but also ‘‘becoming strategic partners and providers of value-added service” (Jia et al., 2008, p. 303). Jia et al. (2008) note that an IT department focused on serving business needs will likely emphasize customer service and align its objectives and priorities with those of the organization to which the department belongs.